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Missing Games on Super Sports pack

phil57
I plan to stick around

I recently subbed to supersports pack. Find alot of my teams games are not even on . Out of 5 games have missed 2. I also sub to tsn and sportsnet. Like todays game not on anyplace. What is the point of subscribing to MLB extra innings if you don't get your game. Pathetic. I will cancel this as soon as i can.

 

 

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Re: Missing Games on Super Sports pack

mebe
I'm a trusted contributor
However, since the current wait time to reach tech support by phone is about 90 minutes, I'm hoping somebody reads this post and tells Rogers that they still haven't activated the baseball game between Arizona and the Chicago Cubs (that started at 2:20pm) on channel 439 (digital legacy North York).
All the 1:35pm games were activated 30 minutes late because Rogers never checks that their computer activated the channels, unless we the subscribers alert them.
That's a bad way to run this expensive sports package.

Re: Missing Games on Super Sports pack

mebe
I'm a trusted contributor
So shortly after this post, I went online to chat with Rogers and after waiting about 15 minutes or so, I connected with a "specialist" who went on for close to an hour (yes that's not an exaggeration) telling me that there's no way that the Rogers guide info I see can be correct, even when I told her that even the Rogers sportspack schedule matched my guide and the games listed on my pvr guide. She also insisted that she was checking digital legacy with my postal code and that I was authenticated, and was using the correct date, but clearly her tv guide info link she was using was for a different day. I finally just begged her to trust me and to open a ticket for channels 439 and 443(which was connected to the Yankees yes channel that wasn't showing the game - it had a classic game on instead).
The games stii haven't been activated and because she kept asking me to compare her incorrect guide info with my correct info, it took even longer for her to finish the ticket.
Worst customer experience in a long time.

Re: Missing Games on Super Sports pack

mebe
I'm a trusted contributor
So at 5:56pm Rogers just activated the Yankees game on 443, but the game is in the top of the 9th inning so it's almost over. The cubs game was never turned on and has been over for while anyway.

Re: Missing Games on Super Sports pack

mebe
I'm a trusted contributor
The Rogers computer was obviously incorrectly preset to use yankees YES netwrk, but the game was on amazon prime etc, which is the feed Rogers is now using via the american mlb extra innings feed.
What's worse is that channels 441 to 444 are SD with legacy, and even though there are now 18 more HD feeds available to use for the baseball games (since both the hockey and basketball reg seasons are over), the Rogers computer won't be programmed to know that it has more capacity available, unless I complain to the office of the president again, like I did last year (I had a ticket opened last week about the SD vs HD comp capacity problem, but still nothing has been done to fix it). The broadcast and network team is too busy to deal with me directly, so I have to go to the top to get anybody to pay attention to some of my logical and fixable complaints.
So frustrating.

Re: Missing Games on Super Sports pack

Hey @mebe!

 

I didn't expect to hear from you again in this thread after 9 months of silence! Welcome back!

 

We definitely do read and respond to our PMs. When you last PMed us, we responded within 30 minutes time but then never heard from you again. 😞

 

If you'd like to PM us the next time you encounter an issue like this, we'd be happy to look into it for you and escalate a ticket if it's necessary. 🙂 

 

Regards,

RogersCorey

 

 

 

Re: Missing Games on Super Sports pack

mebe
I'm a trusted contributor
Thankfully, according to the legacy guide schedule, beginning Wed June 1,the Rogers computer has finally been programmed for more capacity, so that as of that date, it is attempting to put all the games in HD and also trying to offer both home and away feeds (although some in SD, like on 449) for each game (which wasn't even done last year, and is generally just an NHL hockey bonus).
However, since baseball is the hardest sport to schedule because of rain delays and rescheduled rainouts, it's almost a guarantee that some of the HD games will not air due to a rain delay of an earlier game in the same HD slot (not really a good idea to do it this way, but maybe we'll get lucky and only run into a problem once a month).
Some games will also only have one feed that the Rogers computer can pick, so if that feed is in an SD slot, the computer would most likely not open an HD slot to duplicate the SD slot (if it follows the same failure of last year's programming).
Nothing's perfect, but this should make for a very interesting baseball season filled with errors that I can attempt to correct. 💟

Re: Missing Games on Super Sports pack

mebe
I'm a trusted contributor
Well, that was fast. The Rogers computer, after just 2 days of scheduling (June 1 and June 2) under the new system (that unfortunately follows the hockey system of often double loading 2 games on same channel one after another), has already made a major error that will cause us to miss the first hour or so, (usually 3 innings), unless a human being goes into the system and puts the Mets game on its own channel, as Every baseball game was before (unless there was a double-header).
If you look at Thursday June 2nds digital legacy schedule for channels 432 And 438, you'll notice that the first game at 8pm (St Louis at Chicago Cubs) is Incorrectly listed as only a 2-hour game ending at 10pm, while the NY Mets at Dodgers game begins at 10pm (first pitch 10:10pm), as the Rogers schedule says. So unless the Mets game gets rained out or had a long rain delay, I will miss the first 3 innings or so.
I just want Rogers to Duplicate the Exact feeds that ever appear on the 4, or now 5, SD channels that Rogers uses for baseball. Anything more, like trying to search for home or away feeds that don't exist, or force 2 games onto one HD channel (to reduce HD capacity that Rogers might need for something else) will most likely result in more errors that won't be corrected in time (especially if I don't notice and call, post, chat or PM Rogers to pray that they listen to me).
Will I once again only last about 45 days with this sports package before I lose my patience and cancel early? I hope not.
Still, there is a chance that later today or perhaps later next week, the system or a staff member will correct the errors well before June 2nd arrives. Do you believe in miracles? I do.

Re: Missing Games on Super Sports pack

mebe
I'm a trusted contributor
I complained early today to Rogers tech and they opened a ticket about that schedule error today (8pm Cubs game overlappibg into the 10pm Mets game), made by Rogers and they "fixed" it shortly after the Cubs game started by stupidly putting both Cubs feeds (home and away) on SD channels 443 and 444, even though plenty of HD channels are clear and available for use.
The Mets game will have both feeds in HD, but I realize now that the only way Rogers will ever have at least one HD feed for all the baseball games from now until the end of the season, is if they replace the person currently running the scheduling. Too many silly and avoidable errors are frequently made that I shouldn't have to point out over and over again.
Sure, major improvements have been made as more and more of my suggestions have been incorporated into the sportspack system, but obvious fundamental logic like avoiding SD channels whenever possible is something that the current scheduler is simply not going to do for me or anybody else.
As far as I'm concerned, getting Rogers to stop using the useless and unnecessary SD channels (441 to 444 and now stupidly 449) during this slow sports time of year, is unfortunately a wish that has been snuffed out by staffing issues.
I guess what they say is true, if you want something done right, you need to do it yourself. ✌️
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